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Human approval lets an Email agent run on its own while a person reviews the emails that matter. You describe, in plain language, which emails need a human, such as pricing questions, complaints, or anything legal. Before each email goes out, the agent checks the draft against those conditions. Matching drafts wait for a person to approve, edit, or reject them. Everything else is sent automatically.

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Set approval conditions

1

Open Human Approval

In an Email agent, click Human Approval in the agent header. The Require Human Approval window opens.
2

Add conditions

Type a condition and press Enter. Each condition becomes a tag. Add as many as you need, or click a suggested condition below the box. Suggestions are generated from your agent’s script and knowledge base.
3

Save the agent

Conditions apply to emails drafted after you save. To turn approval off, remove all conditions. Click x on a tag, or press Backspace in an empty box to remove the last one.
Require Human Approval dialog with an empty box labeled List when human approval is required and suggested condition chips such as Pricing discussions, Customer complaints, Legal terms, and Cancellation requests

The Require Human Approval window with suggested conditions under the box.

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Writing good conditions

Conditions are read by AI together with the draft and the conversation so far. They work best when each one names a single, recognizable situation.
Start with a few broad conditions, review what gets held for a week, then narrow them. Too many conditions hold most emails and slow the agent down.

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How drafts are checked

  • Every email the agent is about to send is checked: first emails, replies, and follow-ups.
  • If the draft matches any condition, it is held. The contact’s status shows Requires Approval, and nothing is sent.
  • If the check itself fails for any reason, the draft is held for review rather than sent.
  • Actions attached to a held email step wait too. They run only when the draft is approved.
  • Drafts that don’t match any condition are sent right away, as usual.

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Review held drafts

1

Find held emails

Open the agent’s results. Contacts with a held draft show a Requires Approval status.
2

Open the draft

Click the contact. The contact panel opens on the email conversation and scrolls to the pending draft, with the sender’s name and address.
3

Edit if needed

Change the subject or body directly in the draft.
4

Send or reject

Click Send to approve. The email is sent with your edits, and any held actions run. Click Reject to discard the draft. The contact is marked Skipped, and no email is sent.
Contact panel on the Interactions tab showing an email thread marked Requires Approval, the agent's draft reply with its signature, and a Send button

A held draft in the contact panel, marked Requires Approval, with the Send button.

If the contact replies while a draft is waiting, the draft is out of date. Approving it discards the draft instead of sending it, and the agent responds to the new reply.
Contacts in Requires Approval aren’t counted in the agent’s report totals until a decision is made.

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FAQ

Yes. Add a condition that always applies, such as Any outgoing email. Every draft is then held for review.
Team members who can open the agent’s results and the contact’s email conversation. The approval records who decided.
Yes. The check runs on the final email, whatever mode produced it.
There’s no separate notification for held drafts. Check the agent’s results regularly for contacts in Requires Approval, especially soon after you add new conditions.

Email setup

Mailboxes, content, follow-ups, testing.

Instructions & guardrails

Rules the agent follows in every message.

Statuses & outcomes

What Requires Approval and Skipped mean.

Team & permissions

Control who can view conversations.